Review Time
Much like Shane's review below, I've also had a horrendous experience trying to return an item. The hat I purchased is a women's hat only available in one size; unfortunately, the front of the cap above the peak is too big and too straight, meaning it stands straight up above my head and you can see that it's gaping and doesn't fit properly. I don't know which woman's head it was designed for, but most women's heads are rounded. I enquired about being given their returns address so I could post it back to them, because their returns fee on their returns portal is SIX pounds. It's a small hat, I could post this with the same courier (Royal Mail) for £3.55, or another one for less. I'm not opposed to paying returns shipping; I've done it many times with other retailers. What I AM opposed to is being forced to take a £6 reduction in my refund for an entirely unreasonable returns "shipping" fee. Consumer regulations state that a fee should be reasonable, which this isn't. I also know as I work in ecommerce that as a retailer if you have a contract with a courier, very often depending on volumes they can provide you with a preferential rate, so it's possible these returns labels cost even less.After my initial enquiry and a generic reply on the 6th Oct, I've since sent FOUR email replies all of which have been ignored. I also pointed out that I'd notified them I wanted to cancel/return within 14 days cooling off period, which would mean they'd have to refund my original shipping costs. I wouldn't have bothered with that had this fee not been enforced and then me being ignored 4 times. What disgusting customer service.I am also close to the 30 days return window and don't know what to do here. Perhaps I'll risk returning it myself to the address Shane provided in his review, or else have to pay a £6 fee on a £20-odd hat.It's incredibly disappointing how dehumanised the process of shopping on this site is. The club is going through enough difficulties at the moment without alienating their fans even further. I unfortunately won't be shopping direct here any more and will be shopping through alternative retailers, if at all.Please, consider changing this ridiculous policy. I understand if I'd ordered loads it would cost more to return and would happy to pay a sliding scale for returns based on this. This fee is a quarter of the price of the hat!
I ordered a Schmeichel 98/99 retro shirt it came in 6 days to denmark. looks great feels great.Only reason its missing a star is because the tracking was a bit wonky but when it got into my country the tracking became on point again.And as it was from out of eu (Great britain -> Denmark) i expected to pay some sort of tax on it but it landed in Netherlands and from there shipped to denmark making me not have to pay that.Great experience would shop again.
I have placed an international order on 14/08 and they processed it around 18/08 which is not that bad. They provided a tracking number for the order. The order actually arrived to my destination country on 28/08 which is not bad at all, but here where it goes wrong. I waited for more than a month for any other updates. The order is late already, but I figured with all the cuts to the budget and workers being fired this is expected. Until on 1/10/2025 I checked the shipment status and it shows that they are returning the shipment back due to ineligible address. I contacted the store and I got a message about how they're sorry and they'll refund the money. The thing is the address I provided is as detailed as it gets and it includes a phone number that you expect the local delivery to contact, or they would at least contact the sender "Man Utd Store." No, they just send the package back after all this waiting time.I know that you guys suck at the pitch, but to handle a simple order like this? It's disgusting whether it's the Store's mishandling or the cheap/bad shipping company they're working with.I advise you to not order internationally and if you really want to give it a shot, expect a struggle for your items to arrive and roll the dice on if it's even gonna happen.Not shopping from them again any time soon.
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The United Store is the official online shop for Manchester United Football Club. It offers a wide range of club merchandise, including kits, apparel, accessories, and gifts for fans of all ages.
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